1. What is WhizComms’ Fibre Broadband service?

WhizComms' Fibre Broadband service offers residential subscribers a no-frills 1Gbps Home Fibre Broadband at very competitive prices. The subscribed service includes;

• Optical Network Router(ONR) Device with 4 LAN and 1 WAN port
• Power Cord for ONR
• 3 metre Fibre Patch Cord
• 2 metre Ethernet Cable

2. What are the benefits of using this service?

The benefits include:

• 1Gbps of blazingly fast home internet connectivity.
• Monthly subscription is very affordable at 12 and/or 24 months.
• Allowing subscribers to surf and browse the internet at a consistent speed throughout the day, including peak hours.
• Upload and download activity in the comfort of one’s homes at very affordable monthly subscription fee.
• Support on demand video streaming and other bandwidth-intensive activities.
• Support multiple users and devices to allow maximum surfing enjoyment.

3. Why does WhizComms’ Home Fibre Broadband service only have 1Gbps speed offering?

WhizComms has conducted surveys and gathered feedback that more than half of Singapore’s consumers prefer 1Gbps home broadband solutions. WhizComms would also want to keep its price plans simple, and offer an optimal price for broadband solution for its subscribers.

4. Why is WhizComms able to offer Home Fibre Broadband service at such low rates?

WhizComms is able to do so for a few reasons:

• WhizComms operate on a digital platform (e-commerce sales/enquiries, electronic registration and e-billing service) and encourage consumer to self-help, with no physical stores. That saves retail and manpower cost, which is translated to savings for subscribers.
• WhizComms offer no-frills solutions for its subscribers, so there is a choice to get the preferred wireless routers and other accessories. As such, WhizComms price is much lower, and the belief is that subscribers will be much happier to be given options.

5. What is an ONR?

Optical Network Router, also known as ONR, is a device that includes the functions of an optical network terminal and a router. The router function does not provide wireless capability. Subscribers will be able to connect up to 4 wired devices for internet access simultaneously. To have wireless internet access, a wireless access point will have to be purchased and setup. Subscribers can use an existing wireless router/access point, purchase from an IT store, or purchase a new Airlive AC-1200R wireless access point from WhizComms. On the wireless device option, both router and access point mode will work with WhizComms ONR.

6. How many Ethernet ports can the Optical Network Router (ONR) support?

The ONR can support up to 4 x 1Gbps Ethernet ports concurrently. This optical network terminal also includes wired router functionality to enable wired internet connectivity up to 1Gbps. 

7. How to register for WhizComms' Fibre Broadband Service?

Interested subscribers may register online at the website: www.whizcomms.com.sg for WhizComms’ Fibre Broadband Service. A welcome email will be sent upon successful registration. Please use the login details from the welcome email to login and subscribe for the preferred broadband service. The welcome email may be at the junk or spam folder if it does not appear in the email inbox after few minutes.

8. Are there any additional fees when subscriing to the service?

There is a Service Activation Fee of $53.50 inclusive of GST for all WhizComms’ Fibre Broadband Plans, as well as delivery and installation fees, unless otherwise stated during promotion. For more information, please chat with us at www.whizcomms.com.sg.

9. What is the payment mode of WhizComms Home Fibre Broadband Service?

Currently the payment mode is through credit card only. During the subscription process credit card details will be required for validation purpose. There will not be any deduction made to the credit card. Upon activation of service, an e-bill will be sent to the respective account and bill deduction will be made through the credit card

10. How to know if the subscription is successful?

Once subscribers have logged in at www.whizcomms.com.sg, click on ‘Add Service’ option. Go through the subscription process including the credit card verification page. All completed subscriptions will be under ‘Processing’ status. WhizComms provisioning department will call within 3 working days to arrange for service activation date. Once the service activation date has been fixed, the registration is considered successful and subjected to WhizComms general terms and conditions.

11. How to check if the home is Fibre ready?

To check if the home is Fibre ready, please click on this link to NLT website http://www.netlinktrust.com/our-business/our-business/coverage-check.html for verification.

12. What is there to expect for Fibre Installation?

There will be two installations.

NLT will install and activate the FTP if it isn’t ready in the home.

After NLT has installed and activated the FTP, WhizComms will then install the ONR and wireless router. Usually, the activation of the broadband service takes about 3 working days from the FTP activation date.

13. What to prepare for the Fibre Installation?

The installation of the Fibre Termination Point (FTP), ONR and routers requires electricity so it if preferable to have electrical sockets near to the designated FTP.  It will be good to prepare a safety-certified multi-plug extension.  As a precautionary measure, do not remove the green caps on the FTP before installation.

14. What if there are no electrical sockets near the FTP?

Subscribers may either

• Liaise with the on-site installer and request for another wiring appointment to extend the Ethernet cable (up to 35m) nearer to an available electrical socket through surface installation, or
• Inform WhizComms to make arrangements with NetLink Trust to relocate the FTP nearer to available electrical sockets (preferably to the main TV location). Note that the relocation of the FTP is chargeable by NetLink Trust and WhizComms’ installation appointment will be postponed until the relocation is completed.

15. Can WhizComms assist to install additional devices besides the ONR and routers?

WhizComms can assist subscribers to install other additional devices at a charge. 

16. What are the penalty charges to terminate the service before the contract ends?

The penalty for terminating the service before the contract ends, is the total sum of the monthly charges for the remaining contract period.

17. Where to get more information on WhizComms Fibre Broadband Service?

To check if the home is Fibre ready, please click on this link to NLT website http://www.netlinktrust.com/our-business/our-business/coverage-check.html for verification.

18. What are the contact mediums that can assist interested subscribers in their enquiries?

WhizComms is available for contact at https://www.whizcomms.com.sg/page/contact-us.

WhizComms customer care consultant is available through live chat, phone chat and/or email chat during operational hours as advised.

19. Where to download the monthly bill?

Subscribers are able to download their monthly bills by logging into their account at https://www.whizcomms.com.sg/page/login and select e-Bills option.

20. How is the renewal process upon expiry of the current contract?

WhizComms customer care consultant will contact subscribers whose contract is near expiry to offer the latest home broadband plans available for renewal.

21. How to terminate the subscribed home fibre broadband service with WhizComms upon expiry of contract?

Subscribers can terminate service by returning the ONR and power cord to the following address listed at https://www.whizcomms.com.sg/page/contact-us. Upon returning, please allow up to 7 working days for service termination process to be confirmed.

22. When the Optical Network Router (ONR) is faulty during subscription, will subscribers be charge for replacement?

WhizComms will replace the ONR free of charge during subscription as long as it is a result of wear and tear. Otherwise there will be a fee charged as listed in the Terms and Conditions option at https://www.whizcomms.com.sg/page/support?id=F1477650337587

23. The fibre point and broadband equipment have been damaged. How to replace them?

For the Fibre Termination Point, a NetLink Trust installation will be required and charges will be (at prevailing rates) dependent on scope of work, as listed in terms and conditions.

As for the ONR and Fibre patch cord, the charges are also listed in the terms and conditions.

24. Can subscribers use their own wireless router/access point instead?

• Subscribers are free to choose if they would like to use their own existing wireless devices, or to procure on their own. There is also an option to procure Airlive AC-1200R wireless access point available at WhizComms.
• Please use the following guide to set a wireless device to Access Point mode;
• Power on the wireless device
• Ensure wireless device is not connected to WhizComms ONR using LAN cable
• Login to the wireless device using LAN cable or SSID mode, with URL or IP address
• Once logged in go to DCHP Server setting and disable it (This is important)
• Go to setup and configure wireless router as Access Point mode (This is important)
• Click save if required at every point and reboot the wireless device
  • Connect the wireless device on AP mode to WhizComms ONR
  • Your wirless internet will work
  • Optional – For better result, change the wireless channel to one of the three non-overlapping channels 1,6 or 11.

25. Does WhizComms apply throttling and traffic-shaping on its home fibre broadband?

WhizComms home fibre broadband plans comes with Internet traffic management of Bit Torrent or Peer-to-Peer (P2P) file sharing activities. Contrary to popular beliefs, this benefits Internet users as it ensures ample network bandwidth for all other Internet usage activities like video streaming, gaming and web surfing.

26. Can the ONR LAN IP segment be changed if the home LAN segment is also the same?

The LAN segment of ONR IP address range can be changed. Do contact WhizComms customer service consultant on live chat at www.whizcomms.com.sg for the guide.

27. Why does WhizComms ONR have both public WAN IP and internal LAN IP segment?

WhizComms ONR has both a WAN segment that is allocated the public IP address owned by WhizComms, and a LAN segment IP of 192.168.1.x as the ONR has wired router functions. To connect the ONR to an external wireless router would therefore see the WAN IP as an internal 192.168.1.x address. The recommendation would be to set the external wireless device as Access Point mode. The ONR configuration page can be accessed via the browser with login details on the underside of the ONR.

28. Does WhizComms ONR provide for port forwarding and Dynamic DNS?

Port forwarding and dynamic DNS configuration guide will be made available upon request. Do contact WhizComms customer service consultant on live chat at www.whizcomms.com.sg for the guide.

29. What is not supported by WhizComms on-site assessment upon request?

WhizComms field engineers specialize in devices and equipment provided by WhizComms. For 3rd party devices, it is recommended that subscribers refer to the device manufacturer for assistance as WhizComms engineers may not be sufficiently trained in these devices. WhizComms engineers will also not be able to assist with requests relating to recovery of subscriber’s computer or provide advice on virus or malware infected computers, etc.

30. If WhizComms on-site engineer is unable to resolve the issue, is the trip chargeable?

WhizComms’ field engineers will ensure proper diagnosis & recommend solutions accordingly to address subscriber’s issue. Please note that on-site assessment charge is applicable at the prevailing rate as listed in terms and conditions at https://www.whizcomms.com.sg/page/support?id=F1477650337587.

31. During on-site assessment, WhizComms engineer informed that the cause of the issue might be due to 3^rd party devices and the issue cannot be resolved as long as the 3^rd party device is not configured properly. Why is there still a charge for the on-site assessment?

WhizComms’ field engineers specialize in devices sold by WhizComms and will ensure proper diagnosis before recommending solutions to address subscriber issue. However, if it is identified that the cause of network connection issues might be due to 3rd party devices connected to WhizComms’ broadband service, it is recommended that the subscriber refer to the device manufacturer for assistance as WhizComms engineers may not be sufficiently trained in these devices. Please note that the on-site assessment will still be applicable at prevailing prices, as listed in terms and conditions at https://www.whizcomms.com.sg/page/support?id=F1477650337587.